What should I do if my video will not play?

A:

There are many things that can affect the quality of your video so we
have put together these instructions to help you review all the things that
need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything
possible to make sure that our videos will play well. Our videos are hosted in
the cloud by Akamai. Akamai has servers around the world to make sure that
your videos are sent from the server that is closest to you. By hosting our
videos with Akamai we make sure that you receive the highest video quality. If
you are experiencing video buffering or freezing at home or at the office there
are a number of things you can do to help us troubleshoot.

Flash Not Enabled We require Flash to be enabled for certain features of the site. To enable Flash, please follow these steps for your browser:

Buffering: We provide you with three (3) speed
choices that you can select when watching a video. If the video is
buffering then the first thing you want to click on a slower speed
option found at the bottom of the video window. Try clicking on Medium
and Low and see if that allows the video to play without buffering. If
it does not, please read through the rest of this FAQ and follow the
steps outlined below.

Video will not play: In order to play our videos,
you have to have Adobe Flash Player installed. If you click on the
video and nothing happens, then you do not have Adobe Flash Player
installed. Click on
this link
to download and install it.

If you have Adobe Flash Player installed and your video is
not playing, complete the following steps:

Go to your course page, select a video, and click play.

Once the video begins playing, place your mouse over the video and right click.

You will see the several links and the last link
has the words “About Adobe Flasher Player xx.xx.xx”
(version # you have).

Click here
,
where you will see your version and what is the
latest version. You need to have the latest version
installed.

Popup Blockers: Please check to make sure that
your pop-up blocker is turned off when you go to our website. This
will prevent the video window from opening.

Your Connection Speed: Internet speed needs to
be 2.0 Mbps upload and download to successfully watch the
videos. You will want to check and see if your connection
speed is 2.0 Mbps or higher. You can do this by clicking on
this link and running a speed test.

If you are watching from work and those ports are
not open, check with your IT department.

Shared Internet Connection: If you are on
a shared internet connection, test playing videos during
non-peak hours when usage by others on your network is low.

Reset Your Browser: If you've
tried all the previous steps, your browser may be retaining
data that needs to be deleted, and this requires a reset. If
you are using Chrome, use the instructions in
this link
to reset your browser. If you are using Internet Explorer (IE)
you may need to reset it. You can do this by clicking on the
cog icon on the top right of your page. Then click on tools,
internet options, advanced and reset. If you are using Firefox,
use the instructions in
this link
to reset your browser.

Other things to check:

At home or at work, test using different browsers
and computers to see if you get the same result.

Make sure you have the latest version of
the browser you are using.

If you are using Internet Explorer (IE) you may
need to reset it. You can do this by clicking on the
cog icon on the top right of your page. Then click on
tools, internet options, advanced and reset.

Try from a different location using a different
network.

If you are on a wireless connection try a wired
solution.

If you are on a home network:

Test playing the videos when you are the
only user on the network.

Try by-passing your router to eliminate it
as the point of failure. A direct plug from
your ISP to your computer will take care of
this and will make sure that neither your
router nor other users are affecting your
connection.

Make sure you do not have any other programs open. File
sharing and peer to peer sharing programs, even when
limited to low bandwidth, can make it almost impossible to
stream properly.

Tracking Progress on Mobile Devices:
The GogoTraining site is designed to use the native player found in your
browser. If you are taking your course on a mobile device and want to make
sure your progress is tracked, then you will need to play the videos from the
native player that is in your browser. Do not download any third party apps to
play the videos as they do not allow your progress to be recorded. If you have
installed a third party app and want to receive a Course Completion
Certificate, then you will need to uninstall the 3rd party app or see if the
app has the ability for you to disable it for certain sites.

Submitting Debugging Information
If you have tried everything else and still are having trouble viewing
the videos, you can visit this page
where you can help us debug your particular setup by following the
instructions on the page and submit the debugging information to us.

Q:

What payment methods does GogoTraining accept?

A:

GogoTraining offers you the ability to make a purchase by Visa,
MasterCard, Discover, or American Express.
Contact us
with inquiries on other payment options.

Q:

Can I use my bank ATM card?

A:

Yes as long as your ATM bank card is set up with either a Visa or
MasterCard credit. The transaction will be made as a credit card
purchase. You will not be able to process a payment with a credit card
that requires a personal identification number (PIN).

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